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Omnichannel payments are integrated payment systems that synchronize customer data and payment information across all sales channels. They allow customers to start a transaction on one channel, like online, and smoothly finish it on another, like in-store.
With 39% of shoppers moving fluidly between digital and physical touchpoints when making a purchase, the demand for seamless shopping journeys is higher than ever.1
Enter omnichannel payments — integrated payment systems that sync customer data and payment information to support low friction selling across channels.
This system helps businesses meet consumer expectations by helping create a smooth, integrated shopping experience. It can ultimately drive loyalty and increase sales.
Here’s what to know about omnichannel payment processing, its advantages for businesses and shoppers, and how to choose the right platform.
Table of contents
Omnichannel payments support customers by helping them conveniently engage and transact with a consistent shopping experience. Here's a breakdown of common omnichannel payment channels:
| In person | Payments made at brick-and-mortar locations, enabling customers to continue or finalize online transactions in-store (and vice versa). Links to a unified system and supports an omnichannel retail strategy. |
| Mobile app | Payments processed through a dedicated mobile app, offering convenience and accessibility. Apps can store payment information, loyalty programs, and order history. |
| Computer | Online payments made through a website via a desktop or laptop computer. Integrates with other channels for a connected customer journey. |
| Social media | Payments enabled through social media platforms, allowing purchases within social feeds. Leverages social commerce trends and provides frictionless mobile checkout experiences. |
| QR code | Automated payment options in various locations, reducing wait times and providing alternative payment methods. |
| Chatbot | Payments processed through AI-powered chatbots to enhance customer service and sales. Chatbots guide customers through purchases and securely collect payment information. |
| Phone order | Payments taken over the phone, often integrated with CRM systems for customer identification and purchase history. Allows for personalized service and order fulfillment. |
| QR code | Payments made by scanning QR codes. Simplifies transactions, especially in mobile environments, and provides a quick and secure way to transfer payment information. |
| Subscription | Recurring payments set up for ongoing services or products, offering convenience and predictability for both customers and businesses. |
| Internet of Things (IoT) device | Payments made through IoT devices (e.g., smart appliances), enabling automatic replenishment and purchase options. Integrates everyday devices into the commerce ecosystem. |
| Payment links or invoices sent via email for services or custom orders, allowing remote payments. | |
| SMS | Payment requests sent via SMS for quick payment, especially for smaller transactions or appointment confirmations. Provides instant notifications and links to secure payment pages. |
| Third-party marketplace | Payments processed through external platforms like Amazon or eBay. Allows businesses to reach a wider audience. |
| Cross-border platform | Facilitates international payments, handling currency exchange and compliance requirements. Expands business reach globally while maintaining a unified payment system. |
| Buy online, pick up in store (BOPIS) | Allows customers to purchase online and collect items in a physical store, bridging digital and physical experiences. |
| B2B | Business-to-business transactions within an omnichannel system, streamlining complex invoicing and payment processes. |
Omnichannel payments leverage Application Programming Interfaces (APIs) to connect channels, allowing different systems to share data and function together. Choosing a payment processing solution that integrates with a business's systems is also important for success.
Here's a breakdown of how omnichannel payments work:
Omnichannel and digital payments ultimately improve the customer experience. The result? Greater loyalty — studies have found that for industries like groceries, omnichannel shoppers are three times more loyal than digital-only customers.2
Here are additional benefits of omnichannel payment solutions:
Finding a reliable, omnichannel, global payment solution that can provide robust technology and support is important for long-term success. The ideal solution should align with the company’s needs, integrate smoothly with existing systems, and scale effectively as the business grows.
Before exploring potential providers, it's important to identify business-specific requirements. Consider:
Look into different providers and compare their offerings, pricing structures, and customer reviews. Seek out those with a proven track record in providing reliable and scalable payment solutions.
Tip: Request demos or trials to experience the platform firsthand and evaluate how well it fits into the business's workflow.
Assess whether the provider offers APIs or other integration options to support low frictiondata flow and system interoperability. The payment solution should smoothly integrate with existing systems, like point-of-sale (POS) systems, e-commerce platforms, and enterprise resource planning (ERP) software.
Understanding the pricing structure of each payment solution, including transaction fees, monthly fees, and any potential hidden charges, is important.
Businesses may want to consider the features, support, and scalability the provider offers, along with how these factors contribute to long-term return on investment. Also, they maywant to factor in the cost of potential future expansions and system updates.
Ready to unlock the benefits of omnichannel payments for merchants?
With PayPal's wide array of features, including easy integration across various platforms, secure and flexible payment options for customers, and insightful analytics for personalized customer experiences, you have what you need to get started with omnichannel commerce.
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